I would also like to know how to edit the template to remove these as its just going to confuse users, would also like to limit the work orders coversion to only if the email comes from our own domain or internal address book as we often get other things sent to the email used for helpdesk.

Thanks for your reply, Im looking into this and its a bit of a faff but may have to do it, our "internal" use only helpdesk email has unfortunately been used for external mail addresses so it is actually stuff we want, im either going to request people change the one they give out/sign things up for or do a redirect and get trackit to only monitor that address.

No news on the links sent out by default in the work order notification I see? Currently we have a member of staff in full conversation with the trackit auto generated "do not reply" message....*sigh*

If you want to allow Requestors to append their Work Orders via Email but hide these links, you can just add the following to the very end of the email templates;

<!--

This essentially hides any text below it which is where the code inserts those links.

You could then add your own links by writing a bit of HTML yourself.

<a href="mailto:helpdesk@domain.com?subject=STATUS&body=[DELETION OF THIS LINE OR THE SUBJECT WILL RESULT IN YOUR REQUEST NOT BEING PROCESSED: {ID}]">Click here to request an updated status for this Work Order</a>

Once I realized those links could not be edited, I did this to our instance of Track-It so we could control what they saw.

Does anyone know if there is a way to remove this: ***** Reply to this email to append information to [[WO#35]] ***** without removing the ability for users to reply to the ticket notification and update the ticket?

You actually could remove it completely from the automated notifications if you turn off the 'Allow users to append' option in the Administration Console and restart the Track-It! Service Management service, but in order for the users' replies to still be able to append to existing work orders you would need to add [[WO#{ID}]] to the summary of all of your work order notification templates. That is the key information it looks for to know where to append the data from the e-mail reply.

The other option would be to leave all of that alone and re-word that asterisk text however you like: